Resident Liaison Officer (BAND3C)

Job Category : Housing
Location : Sutton Gate, Sutton Housing Partnership
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 08:00
End Time : 17:00
Salary: £21.00

Increased hourly rate to the candidate of £29:21p/h

Please submit candidates that ONLY have previous Resident Liaison Officer experience other candidates will not be considered

JOB PURPOSE:
To provide information and support for tenants and leaseholders whose home are affected
by major works and to ensure that procedures for communicating and consulting with
residents on capital projects demonstrate Best Value.

1. DESCRIPTION OF DUTIES:
   The postholder will be responsible to the Project Manager on specific matters relating to their
   projects. The postholder will undertake the following specific duties:
   • Offer information, advice and assistance to tenants and leaseholders whilst major works
   are being carried out to their homes.
   • Liaise with and set the standard for contractors and their RLO’s (and where appropriate
   consultants) engaging with residents.
   • Take an active role in developing, agreeing and managing the residents’ consultation
   plan for individual projects.
   • Agree with contractors the resident’s information packs, and format and content of
   updates to residents, including newsletters using a variety of media outlets.
   • Coordinate the temporary or permanent re-housing of residents, where necessary.
   • Advise Project Managers of the likely effects of capital works on residents.
   • Provide information, and assistance to leaseholders concerning their obligations to
   contribute to the cost of major works thorough service charge payments.
   • Liaise with contractors, external agencies and SHP
   staff to secure satisfactory outcome where there are difficulties in gaining access to
   dwellings or where there are other disputes with residents.
   • Ensure that insurance claims and other claims submitted by residents are processed
   efficiently.
   • Initiate and manage legal action against individual tenants and/or leaseholders where
   necessary.
   • Participate in the development of capital projects, as a project team member.
   • Advise Project Managers of any issues which may affect the project.
   • Arrange and attend meetings, presentations and exhibitions for residents. This will
   require working outside normal working hours and at evenings and at various locations
   throughout the borough.
   • Design and carry out social surveys prior to the commencement of major projects.
   • Establish and maintain a customer feedback/complaints procedure for each project.
   • Ensure information on vulnerable residents or those posing a risk is communicated in
   line with policy.
   • Ensure proactive approach to identify vulnerable residents within programmes, and
   where appropriate ensure adequate provision made for their needs long term.
   • Devise and maintain systems for reporting defects arising during the work or afterwards.
   • Undertake resident satisfaction surveys following the completion of capital projects,
   including a full analysis of the results

• Review regularly the procedures for consulting and communicating with residents and
suggest improvements.
• Assist in the implementation of the Best Value Action Plan for the HRA Capital
Programme.
• Any other relevant and appropriate duties as may be required for the delivery of the
capital investment programme.